Client Service Manager – US Business Immigration
Core
Oversee day-to-day client service and operational delivery for client accounts in the US Business Immigration practice, ensuring high-quality service and exceptional client experience.
Role type
Senior Client Service Manager (Immigration Law)
Builds
Operational workflows, SOPs, playbooks, and escalation protocols for client engagements
Domain
Professional services / Legal / Immigration Law
Deliverable
client delivery
Required skills
Client relationship management, Service delivery management, Operational process development, Case management oversight, Performance monitoring, Client reporting and analytics, Issue resolution and escalation management, Continuous improvement, Cross-functional collaboration, Client onboarding and change management, Data quality and integrity, Client communications, Client service reviews
Preferred skills
Experience in professional services, legal services, immigration, or global mobility
Technologies
None stated
Responsibilities
Build and maintain strong relationships with client stakeholders; Oversee day-to-day operational service delivery for assigned client accounts; Design, document, implement, and maintain client-specific standard operating procedures (SOPs), workflows, playbooks, and escalation protocols; Coordinate with legal and engagement teams to monitor case progression, milestones, outstanding actions, and dependencies; Monitor key performance indicators (KPIs), service level agreements (SLAs), and operational performance metrics; Oversee recurring and ad hoc client reporting requirements; Manage client service inquiries, operational challenges, and escalations; Identify process gaps, operational inefficiencies, and opportunities for standardization or automation; Partner with legal teams, engagement leadership, reporting specialists, and other stakeholders to resolve operational bottlenecks; Support client onboarding, account transitions, and operational changes; Coordinate data integrity reviews with engagement and reporting teams; Develop and maintain clear, consistent client-facing communications; Coordinate regular client service meetings and quarterly business reviews (QBRs)
Seniority
Senior, hands-on IC